Hotel tech promises to make your life easier. It should live up to that. This year, we went after the stuff that actually slows you down: support that feels human, AI that does the work instead of just talking about it, pricing you can see into, and a platform built to grow with you.
Customer success
Overview by Emma Hind, Director of Customer Success Operations
In this session, we shared how Customer Success was rebuilt around what you told us you need: real people who’ve actually worked a front desk, backed by AI that handles the quick stuff.
Key takeaways
- AI for quick answers, people for everything else. Self-service and the chatbot got smarter, and when you want a human, you get one who understands both Cloudbeds and the reality of running a property.
- Routed to someone who gets your property. A ten-room boutique and a forty-property rental group don’t have the same problems, so you’re matched with a specialist who knows yours.
- Recovery with a name attached. If we let you down, one specialist owns it from start to finish and stays on it until you’re back on solid ground.
- Answers faster, value sooner. A rebuilt knowledge base written by subject matter experts and Hypercare onboarding get you unstuck and confident within weeks.
Meet the team behind the support.
Hospitality experience, specialized routing, and hypercare from day one.
Guest Experience AI Agent
Overview by Chris Hovanessian, Group Manager, Product
In this session, we introduced the new Guest Experience AI Agent, built on Cloudbeds’ own AI platform. It learns your property, answers in your voice, and takes action on guest messages.
Key takeaways
- It learns your property, not a script. The agent builds every answer from your own website, listings, and house rules, replies in the guest’s language, and hands off to your team instead of guessing.
- From a message to a done deal. With Workflows, “the AC isn’t working” becomes a ticket, a team alert, and a reply to the guest. At Vacatia’s Grandview Las Vegas, the agent answered roughly 81% of inbound messages, reduced messages requiring human response by 40% and created 3,000 housekeeping and maintenance tickets.
- Live in minutes, at no extra charge. Upload your documents, set your tone, and turn on your channels. No intents to write, no training data to maintain.
Put your AI Agent to work.
Explore Cloudbeds Guest Experience today.
Digital Marketing
Overview by Ben Lloyd, Digital Marketing Products Program Director
In this session, we showed how to stack your digital marketing in the right order, with AI doing the heavy lifting. We covered Search Booster, which stops OTAs from buying clicks on your own property name; the AI optimizer, which rewrites your ads for the guests who actually stay; and smarter OTA Ads that switch on when your occupancy dips.
Key takeaways
- Four channels, four jobs, one order. Metasearch comes first for its high conversion, then Retargeting to win back guests who visited and didn’t book, Performance Max for volume, and OTA Ads to fill the dates direct can’t.
- Don’t pay commission on a guest who was already yours. Search Booster protects your brand searches by giving your direct ad more of the results page, with your live rate, photos, and ratings. Setup is one toggle inside Metasearch Ads, and it’s available now.
- AI that keeps your ads fresh and your dates full. The AI optimizer rewrites your ad copy weekly based on who actually booked in the last 30 days, and OTA Ads can now switch on automatically when your occupancy forecast dips and off again once dates fill. It works because Cloudbeds sits on your PMS.
Take back your brand searches
Search Booster is available now inside Metasearch Ads. Ask your Customer Success contact to turn it on.
Cloudbeds RMS
Overview by Delphine Elias, Staff Product Manager
In this session, we announced that Revenue Intelligence is now Cloudbeds RMS, with a fully redesigned experience, and showed how it puts every pricing decision in one view.
Key takeaways
- See the “why,” then decide. One hover shows the recommended rate, the reasoning, performance against forecast, and the competitor set. Accept, edit, or override on the spot.
- Change once, not date by date. Bulk Edit applies a rate change across every date it covers, while Locked Dates and the Rate Change Log keep everything visible.
- Automation with guardrails you set. Autopilot publishes to your PMS and channel manager within your floor and ceiling rates, locked dates, and change thresholds. Go manual, automated, or somewhere in between.
See what RMS recommends for your calendar.
Rolling out now. Ask your Customer Success contact for a walkthrough.
Cloudbeds Point of Sale
Overview by Jackson Chin, Director, Product Management
In this session, we revealed Cloudbeds POS, a point of sale built right into the platform, and showed it live on an everyday phone or tablet: a table order at the restaurant, a ticket to the kitchen, and a charge landing on a guest’s folio with nothing re-keyed along the way.
Key takeaways
- One app for every outlet. Restaurant, bar, café, pool, spa, and gift shop each get their own setup, and your staff run them all from one app on the iOS or Android devices you already have. No dedicated hardware.
- Run the floor, stay in control. Floor plans, dine-in, takeaway, and room service share one flow. Happy hours switch on and off by themselves, and discounts come with limits, manager approvals, and an audit trail.
- Built into your PMS, not wired to it. POS uses the same catalog, taxes, and fees you’ve already set up and posts straight to the folio. No bartender slips, no re-keying, nothing to reconcile at night audit.
Get in early on Cloudbeds POS.
POS is still in development, and we’re opening a pilot. Pilot properties get in first and help shape what we build.
Partnerships
Overview by Sebastien Leitner, VP of Partnerships
In this session, we shared what a year of partner momentum adds up to: 33 new partners since the last Compass, a new AI integration with Meta’s Muse, and Hotels on Airbnb, a new way for independent hotels to reach travelers who start their search on Airbnb.
Key takeaways
- A third major channel is forming for independents. Independent and boutique hotels have leaned on two OTAs for years. Airbnb is offering a lower commission and a ranking based on clicks, not ad spend. Through Cloudbeds, you manage it from one extranet, with the option to add HotelTonight, and your room types and rate plans can be Airbnb-exclusive.
- AI travel demand, straight to your booking engine. Our Muse integration connects Meta’s personal AI agent to your booking engine, so travelers who plan with AI can book direct.
- A growing ecosystem, built to fit. Cloudbeds added 33 partners (29 technology partners and 4 new channels) since last Compass, across categories from guest communications to POS and accounting. IDeaS G3 is ready for pilot.
Put your hotel in front of Airbnb’s travelers.
Apply and select Cloudbeds as your provider. A dedicated Airbnb account manager will reach out if you qualify.
2027 Cloudbeds Collection
Overview by Sebastien Leitner, VP of Partnerships
In this session, we opened the door to the 2027 Cloudbeds Collection, our showcase of independent properties challenging the status quo through original concepts, intentional design, and exceptional guest experiences. Nominations are open now, and we shared what it means to be part of it
Key takeaways
- Amplify your story. Members get their property in front of travelers, media, and hospitality leaders through the Collection and Cloudbeds’ global network.
- Collection-only perks, and a community. Members unlock technology and marketing benefits created just for them and connect with other ambitious independents building something the industry hasn’t seen before.
- Nominate yourself. Tell us what makes your property original. Properties featured in the 2026 Collection can be nominated again. Nominations close October 31st, and the Collection will be revealed in 2027.
Nominate your property.
Think yours belongs in the 2027 Collection? Tell us what makes it original.
Workshop: Guest Marketing, Turning Guest Data Into Revenue
Hosted by Ricardo Diaz, Sr Lead, Onboarding – Guest Experience, and Kala Nabors, Onboarding Project Manager
In this workshop, we showed how to turn the guest data you already have into direct bookings, from digital check-in to segments to Smart Campaigns in Guest Marketing, plus how Revenue Intelligence (now Cloudbeds RMS) spots a pacing gap and builds the campaign to fill it.
Key takeaways
- Capture the guest before they check out. Digital check-in collects direct contact details, so you can reach guests after the stay instead of through a masked OTA address.
- Stop blasting the whole list. Segment by how guests actually book, like last-minute bookers or returning event guests, and send the right offer to the right people.
- From “we’re behind” to “campaign sent”. The Today page in Cloudbeds RMS surfaces need periods and recommends the dates, discount, promo code, and audience, so you can launch a Smart Campaign in a few clicks.
Turn your guest list into direct bookings.
Build segments and Smart Campaigns with the data you already have.
Workshop: Best Practices in the Age of AI Search
Hosted by Ben Lloyd, Digital Marketing Products Program Director, and Maria Ivavenko, Strategic Partnerships at Google
In this workshop, we looked at how travelers are starting to plan trips with AI, and why it can only recommend a property it understands. The session focused on the foundation: a complete, accurate Google Business Profile built for hotels. The workshop wasn’t recorded, but the playbook and resources are below.
Key takeaways
- Tell Google (and AI) exactly who you are. Choose the right primary category, up to nine secondary ones, and fill in your description, hours, and attributes. Complete profiles get 7x more clicks, according to Google’s data. Search “My Business” while logged into your Google account to find yours.
- Show what makes you different. Add photos and video of your rooms and amenities, turn on Hotel Highlights like “Pet Friendly” and “Free Wi-Fi,” and give your restaurant, spa, or shop its own linked profile so each can be found on its own.
- Keep it fresh and bookable. Post weekly (updates, events, and offers), reply to every review, add WhatsApp or text chat, and turn on Free Booking Links so your direct rates show up where travelers search. Add more than one manager so you never lose access when someone leaves.
Get your profile AI-ready.
This workshop wasn’t recorded, but the playbook is built for hotels and is a good place to start.
Thanks for joining us!
Stay tuned for more exciting updates in the next quarter!
